HAS MY ORDER SHIPPED AND IF SO HOW CAN I TRACK IT?
You can log in to your account at any time to see the status of your order. Once your order has shipped you will receive an email from us letting you know it has shipped. You will also get an email with your tracking number from either Stamps.com or UPS.com depending on how your order shipped.
HOW DO I CHANGE QUANTITIES OR CANCEL AN ITEM IN MY ORDER?
If your order has already been completed and sent to us you can email us at email@example.com to make adjustments as long as we have not yet shipped the order. If your order has not been completed you can make any necessary changes right in your cart.
HOW DO I CREATE AN ACCOUNT?
- Click the My Account link at the bottom of our site.
- Enter your email address.
- Select "I am a new customer".
HOW DO I EDIT MY ACCOUNT INFORMATION?
Click the My Account link at the bottom of our site and log in to edit your account information.
I FORGOT MY PASSWORD, WHAT DO I DO?
Click the My Account link at the bottom of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
Shipping and Returns
ARE THERE FEES INVOLVED IN CANCELLING AN ORDER?
If your order has not shipped there will not be fees to cancel your order. You will be refunded via your original payment type. We will refund you once we approve the cancellation request.
If your order has already shipped, and you want to cancel it, you will be responsible for the postage cost to ship the items back to us after they are delivered to you. Once we receive the items back at our shop, we will refund you for the cost of the products only. You will not be refunded any shipping charges.
HOW WILL MY PACKAGE SHIP?
Custom Photo Props, LLC has the right to ship by whatever carrier we feel is more fit to deliver your order. At checkout you may choose UPS or USPS but if we can get your order to you within the same time frame and or cheaper we will send it by another method than what you chose. We currently ship by USPS and UPS. If there is a reason you need something sent specifically with a certain carrier make sure you send us an email at firstname.lastname@example.org so we can make note of it. Please know we do this with our customers' best interests in mind. We love to save you money and get your products to you as soon as possible .
WHAT ARE THE REQUIREMENTS FOR FREE SHIPPING?
Free Shipping on all US orders over $250!! This will automatically apply to your cart.
Orders will ship next business day. Please call us if you are in a rush and will be placing an order before 12:00 p.m. EST to see if we can accommodate you and possibly ship it the same day.
- ALL furniture/bowls/buckets are not eligible for free shipping and a separate order must be placed for these items.
- Cap value at $50 for every $250 spent.
WHAT IS YOUR RETURN/EXCHANGE POLICY?
We do allow RETURNS within the following guidelines:
- The customer must request a return within 3 days of receiving the items. If your items are delivered on Tuesday you have until Friday to request to return them. Requests can be sent via email to email@example.com or by phone at 716-951-8021. You must speak to us or get an email response for a request to be considered approved.
- The items must be unused in order for us to accept them. We cannot accept items that have been used due to contagious diseases that could be transferred from one baby to the next.
- The customer is responsible for all shipping charges. When returning items the customer is responsible for the return label and must take the items to a postal store (Post Office, UPS store, etc.) to be shipped back to us. The items can be shipped back to Custom Photo Props by the cheapest option the customer can find (generally USPS is the cheapest). Items MUST be returned to our shop within 7 days of us approving the return request.
Once we receive items back at our shop, we will thoroughly inspect them to be sure they were not used. Once this is confirmed, we will refund the customer the cost of the items returned only and not any shipping charges. Your refund will be processed by the same method of payment. PayPal refunds are instant and credit card refunds usually take 2-3 business days to show back up on the customers account.
Given a situation where an item has not been used you may exchange it for another item of higher or equal value within three business days of receipt. The customer is liable for all shipping costs unless there has been an error on behalf of Custom Photo Props, LLC.
All returns or exchanges can be sent to the following address:Custom Photo Props
699 Versailles Road
Silver Creek, NY 14136
WILL MY PACKAGE HAVE INSURANCE COVERAGE?
There is no insurance coverage on any packages. Packages will only have insurance if you specifically request and pay for it at checkout. I do not replace any lost or damaged items unless insurance was purchased. We recommend you purchasing insurance on all international orders. Unfortunately, things seem to get misplaced once in a while due to customs.
DO YOU SHIP OUT OF THE UNITED STATES?
We sure do!! Simply add the item to your cart and before checkout you will have to enter your country. Here it will then give you a price for shipping. Please know that our rates are actual and heavier or larger items will cost a bit more than our traditional smaller pieces.
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.
Pricing and Billing
DO I HAVE TO PAY SALES TAX?
You will be required to pay sales tax on any transactions where we have met the US guidelines due to the Wayfair Act.
WHEN WILL MY CREDIT APPEAR ON MY ACCOUNT?
Credit card refunds usually take 2-3 business days from the time we process the refund to show up on your account. PayPal payments should instantly show up in your PayPal account.
Sales and Coupons
Yes there are. Most coupons are one time use per customer (except for the free shipping coupon which can be used an unlimited amount of times).
When you receive a coupon code via email or Facebook post from Custom Photo Props the rules or limits of that coupon will be outlined for you (expiration date, one time use, etc.).
COUPONS AND SALES ARE NOT VALID ON PREVIOUS ORDERS THAT HAVE EXCEEDED A 24 HOUR WINDOW. Therefore, if you place an order on Monday and receive a newsletter from us with a coupon code on Wednesday but your order has already shipped, it cannot be used on that order. If your order has not shipped we can refund you the difference. Just like with big box stores, if your order already shipped, you must return it to get the sale price applied.
DO YOU EVER HAVE SALES?
You can find our sales in the Sale tab on the home page. We switch up our sales about every 2-3 weeks. Join our newsletter to receive our coupon codes.
HOW DO I USE A COUPON CODE?
After adding items to your cart, click the "View Cart" link at the bottom of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.
HOW DO I LEARN ABOUT ANY NEW SALES OR OFFERS YOU HAVE?
Our newsletter is the only place that you are guaranteed to be informed of our new sales and products! Be sure to check your Spam folder or promo box for Gmail users.
I LIVE AROUND BUFFALO, CAN I COME TO YOUR STUDIO AND PICK UP MY ORDER TO SAVE ON SHIPPING?
You sure can! We'd love to meet you! Our address is:Custom Photo Props
699 Versailles Road
Silver Creek, NY 14136
Please call us at 716-951-8021 before heading our way to be sure we will be here. We are generally here M-F 8:00 AM until 3:00 PM but there is always the possibility we may not be here for some reason so it is best to check just in case.
WHAT HOURS ARE YOU OPEN?
We are open Monday - Friday from 8:00 AM to 3:00 PM EST.
WHERE ARE YOU LOCATED?
We are located about 40 minutes outside of Buffalo, New York. Please do feel free to stop by to meet me us and browse our items in person!
IS THERE A NUMBER I CAN CALL IF I HAVE QUESTIONS?
Our shop number is 716-951-8021 if you have any questions. Feel free to leave a message if we are busy and we will call you back as soon as possible. You can also email us at firstname.lastname@example.org anytime and we will get back to you asap.